Annette Egginton

Head of Competition and Consumer Policy

Directorate of Railway Markets & Economics

Email: annette.egginton@orr.gsi.gov.uk

28 February 2017
Nicolas Petrovic
Chief Executive Officer
Eurostar

Dear Nicolas

Review of Eurostar International Limited Disabled People’s Protection Policy

(Condition 5 of your GB Statement of National Regulatory Conditions: Passenger)

Thank you for providing updated versions of your Disabled People’s Protection Policy
(DPPP) documents for review. A copy of your revised DPPP is attached to this letter, and
will be published on our website along with a copy of this letter.

I confirm that we have reviewed your DPPP against the 2009 Guidance “How to write your
Disabled People’s Protection Policy: A guide for Train and Station Operators” (the
Guidance) and can confirm that your revised DPPP meets the requirements of Condition 5
of your GB Statement of National Regulatory Conditions: Passenger (SNRP).

We welcome your commitment to provide passengers with a Turn Up and Go assistance

service, meaning that passengers will be provided with assistance without having to book
in advance. We believe this will have a positive impact for passengers.

Since your DPPP was originally submitted to ORR we have had several exchanges in the
intervening period in order to bring about the changes required to make it fully compliant
with the Guidance.

The main areas where you clarified your policies during our review were:

 Availability of minicom or typetalk facilities: The guidance states that operators

are expected to provide typetalk, minicom or equivalent facilities or to commit to
providing these where they currently do not exist. You have confirmed in your
document that English language calls are compatible with the Next Generation Text
Service.
 Information at stations: The guidance states that operators should give details of
their policies for the provision of information at stations. You have now added
information regarding audio and visual information on stations, confirming that if
passengers need help with any audio and visual information, they should contact
staff on the station, who will be able to help.

We note that, as with other operators who do not participate in Passenger Assist, Eurostar
will not have be ability to update Knowledgebase as required in Sections C2 (i) and (j) of
the Guidance.

Head Office: One Kemble Street, London WC2B 4AN T: 020 7282 2000 F: 020 7282 2040 www.orr.gov.uk

Page 1 of 2 1772246
We also note that Section C5 of the Guidance relating to the purchase of tickets on-board
services or at the destination for passengers who, due to their disability, were unable to
purchase their tickets in advance of travel does not apply to Eurostar. This is because all
Eurostar tickets must be purchased before travel for security reasons. In this context,
Section C6.4 of the Guidance does also not apply to Eurostar as tickets are not sold at
ticket machines.

In common with other operators who do not manage stations, Section C6.1 of the
Guidance regarding the closure of station entrances does not apply to Eurostar. However,
we would expect Eurostar, as with other operators who do not manage stations, to work
closely with station managers when closures to station entrances are being considered.

Participation in Passenger Assist

As part of the review we discussed Eurostar’s participation in the national Passenger

Assist system. We acknowledge that Eurostar provides a Turn Up and Go (TUAG) system
for passengers, who therefore do not need to book assistance in advance. Eurostar
stations are always staffed when trains are running and passengers are asked to arrive 75
minutes before their train is due to depart and present themselves at the assistance
welcome point. Passengers can also notify Eurostar of assistance needs in advance if they
wish to do so through Eurostar’s own booking system, available via both telephone and
email booking channels. We also note that Eurostar has a system in place to communicate
with operators who participate in the Passenger Assist system in order to ensure that
passengers are not left stranded and are provided with assistance to make connecting
journeys. You have confirmed that you have put in place arrangements for Eurostar staff to
take those passengers that require assistance to the gate line of the domestic operator in
the station they arrive at or, in St Pancras, to either Kings Cross station or the London
Underground. These arrangements will also work in reverse, with domestic operators
assisting passengers to the Eurostar assistance welcome point where necessary. We also
note that Eurostar services are not on the national timetable for assistance booking
purposes. With this confirmation, ORR is content that Eurostar would not be expected to
join the Passenger Assist scheme.

We note that your exemption from Passenger Assist does not dis-apply your obligation
under section C6.6 of the Guidance to provide assistance with luggage. We would expect
this to be provided to all passengers when required, in accordance with the commitment
you have made in your DPPP.

Finally, please note that we expect all supporting information, such as that provided on
your website and trains, to be consistent with the information provided in your DPPP.

Yours sincerely,

Annette Egginton

Head Office: One Kemble Street, London WC2B 4AN T: 020 7282 2000 F: 020 7282 2040 www.orr.gov.uk

Page 2 of 2 1772246
MAKING
RAIL
ACCESSIBLE
SPECIAL ASSISTANCE
WHILE YOU’RE TRAVELLING
WITH EUROSTAR
MAKING YOUR
JOURNEY SIMPLER

At Eurostar, we believe that everyone who

travels with us should have a smooth, seamless
and stress-free journey.

We know that travel can be a bit complicated

for some of our customers, so we’ve created
this guide to let you know how we can lend a
hand, from booking your tickets to arriving at
your destination.

If you’d like to know more, take a look at the

Special travel needs page at eurostar.com.

CONTENTS 2
CONTENTS

HOW AND WHERE WE CAN HELP................................... 4

LUGGAGE ........................................................................... 5

BEFORE YOU TRAVEL........................................................ 6

AT THE STATION................................................................. 7

ON THE TRAIN.................................................................... 9

TICKETS AND FARES........................................................ 14

TRAVELLING WITH LITTLE ONES................................... 18

CAR PARKING AND ACCESS............................................ 19

CONNECTING TO THE REST OF EUROPE....................... 20

DISRUPTIONS................................................................... 22

TELL US WHAT YOU THINK............................................. 22

ALTERNATIVE FORMATS.................................................. 23

GET IN TOUCH................................................................... 23

CONTENTS 3
HOW AND WHERE
WE CAN HELP

OUR TEAMS ARE WE’RE ALSO YOU’LL FIND ASSISTANCE AT:

TRAINED TO HELP TRAINED TO HELP:
TRAVELLERS WHO HAVE: • London St Pancras International

• Wheelchairs • Pregnant women • Ebbsfleet International

• Mobility problems • Parents with babies and small children • Ashford International

• Visual impairment and blindness • Elderly people • Paris Gare du Nord

• Hearing impairment and deafness • Brussels-Midi/Zuid

• Mental impairment • Lille Europe

• Calais Fréthun

AND FOR PASSENGERS

TRAVELLING ON EUROSTAR
TRAINS TO OR FROM:

• Disneyland® Paris (Marne la Vallée)

• Lyon Part-Dieu

• Avignon TGV

• Marseille Saint Charles

CONTENTS 4
LUGGAGE
LUGGAGE LIMITS
Each adult can take up to two bags
(each up to 85cm long) and one small
item of hand luggage. Children over
four years old can travel with one bag
(again, up to 85cm at its maximum
length) and one piece of hand luggage.
If you need help with your luggage,
there’s a weight limit of 15kg per bag.
For anything heavier or larger than
the allowances above, you can use
our registered luggage service,
EuroDespatch.
To find out more, take a look at our
luggage pages on eurostar.com.
EURODESPATCH
If you’re sending bigger bags, or just want
to avoid the hassle of taking your luggage
on board with you, EuroDespatch will take
care of everything.
Just drop your bag off at St Pancras
International and it’ll be ready to
collect in Paris, Brussels or Lille within
24 hours. If you’d rather your luggage
arrived with you, please book at least
48 hours before you travel by calling
+44 (0)3448 225822 or emailing
eurodespatch@eurostar.com.
DOOR-TO-DOOR
LUGGAGE DELIVERY
Have your luggage picked up from
home and waiting when you arrive,
with First Luggage’s door-to-door
service. As a Eurostar traveller,
you’ll get a special rate – just go to
euroluggagedelivery.com or call
+44 (0)1895 450188 to book.
GEOPARTS
If you’re travelling from Paris,
you can arrange luggage transfers
with Geoparts by calling
+33 (0) 1 55 31 58 33.
CONTENTS 5
BEFORE
YOU TRAVEL

MAKING A BOOKING ON THE DAY FIND OUT MORE

You can book tickets – including
dedicated wheelchair and companion
spaces – at eurostar.com, in our
stations or by calling us on
+44 (0)3432 186 186.
Then, just call us on the same number at
least 48 hours before your trip to let us
know about any help you’ll need during
your Eurostar journey.
If you need some help during your
journey, it’s best to arrive at least 75
minutes before your train departs so
our team can give you a helping hand
as soon as possible.
Our website is full of information about
special assistance, but if you’d prefer to
talk things over with a member of
our team, just get in touch on
+44 (0)3432 186 186 or or via the
Contact us form on eurostar.com

CONTENTS 6
AT THE STATION
To get your journey off to a smooth
start, please arrive 75 minutes before
your train’s due to depart and head
to the assistance welcome point.
There’s a list of where to find these
on the next page.
The extra time will give us a chance
to talk through what kind of help
you’d like, and there’ll be no rushing
to catch the train.
If you need a helping hand getting
to the welcome point, we suggest
arranging this with whoever’s
bringing you to the station –
whether it’s another train company,
a bus, taxi or a friend or relative.
If you’re arriving by car or taxi and
someone can pop in and let us know
you’re here, we’ll gladly come and
meet you at the drop-off point.
We’ll always be there to give you the
help you need, but please do bear
with us if our teams are busy.
If you need any help with aural or visual
information about our services, just let
us know.
CONTENTS 7
AT THE STATION

TYPES LONDON ST EBBSFLEET ASHFORD PARIS GARE DU BRUSSELS LILLE EUROPE CALAIS DISNEYLAND
PANCRAS INTERNATIONAL INTERNATIONAL NORD GARE DE MIDI FRÉTHUN (MARNE LA
VALLÉE)

Eurostar Assist desk Eurostar Eurostar Eurostar Eurostar Eurostar Ticket office or SNCF information desk
Welcome point
at Eurostar check-in check-in check-in check-in check-in check-in Eurostar check-in or Eurostar check-in

Staff availability Full time Full time Full time Full time Full time Full time Full time Full time

Step-free from
Yes Yes Yes Yes Yes Yes Yes Yes
concourse to platform

Seating in
Yes Yes Yes Yes Yes Yes Yes Yes
departure lounge

Yes Yes Yes Yes Yes Yes Yes Yes

Accessible toilets (radar key not needed) (radar key not needed) (radar key not needed) (radar key not needed) (radar key not needed) (radar key not needed) (radar key not needed) (radar key not needed)

Ticket counter and Ticket counter and Ticket counter and Ticket counter and Ticket counter and
Ticket facilities Ticket counter Ticket counter Ticket counter
e-ticket machines e-ticket machines e-ticket machines e-ticket machines e-ticket machines

Customer
Yes Yes Yes Yes Yes Yes Yes Yes
announcements

Places to buy food

Yes Yes Yes Yes Yes Yes Yes Yes
before check-in

Places to buy food

Yes Yes Yes Yes Yes Yes No No
after check-in

Wheelchair available Yes Yes Yes Yes Yes Yes Yes Yes

Ramp for train access Yes Yes Yes Yes Yes Yes Yes Yes

Induction loops Yes Yes Yes No* No* No* No* No*

Bd de Turin, Place des passagers

Accessible set-down Next to the west Rue de Dunkerque/
Pancras Road Eurostar entrance Place Horta opposite the Station entrance du Vent, at the front
and pick-up point entrance/exit Rue de Maubeuge
Suite Hotel of the station

Automatic doors Yes (all doors) Yes (all doors) Yes (all doors) Yes, but not all doors Yes (all doors) Yes (all doors) Yes (all doors) Yes (all doors)

* Eurostar ticket counters are unglazed to aid communication, so induction loops are not installed.
CONTENTS 8
ON OUR NEW E320 TRAIN
Here’s a diagram of the onboard dimensions for coach 3 of
our new e320 trains, showing wheelchair spaces at 13 and 17.
There are two other wheelchair spaces in coach 14,
which is a mirror image of the arrangement below.
TOILETS

You’ll find these between each coach,

while larger, wheelchair accessible
toilets are in the same coaches as
D our wheelchair spaces.
A E
B

C
TOWARDS LONDON TOWARDS PARIS/BRUSSELS

A Internal door width – 800mm

PLEASE NOTE: until we’ve moved all of
B Disabled toilet in coaches 3 and 14. Door width – 950mm
our routes over to our new trains, we’ll
C External door width – 890mm
only be able to take bookings for two
D Aisle width – 840mm
of the four wheelchair spaces on our
WHEELCHAIR SPACE DIMENSIONS: e320s. This is to make sure there’s space
E Depth from luggage rack or back of seat to table – 1050mm for everyone in case we need to switch
trains for any reason.

CONTENTS 9
ON OUR REFURBISHED E300 TRAIN
Here’s a diagram of the onboard dimensions for coach 9 of our
refurbished e300 trains, showing wheelchair spaces at 13 and 17.
There are two other wheelchair spaces in coach 10,
which is a mirror image of the arrangement below.
TOILETS

You’ll find these between each coach,

B while larger, wheelchair accessible
toilets are in the same coaches as our
D A
F E wheelchair spaces.
C

PLEASE NOTE: until we’ve moved

TOWARDS LONDON
A Aisle width – 790mm
B External door width – 790mm
C Disabled toilet in coaches 9 and 10. Door width – 710mm
D Internal door width – 740mm
B
all of our routes over to our new and
TOWARDS PARIS/BRUSSELS refurbished trains, we’ll only be able
to take bookings for two of the four
wheelchair spaces on our e320s and
e300s. This is to make sure there’s
space for everyone in case we need to
switch trains for any reason.

WHEELCHAIR SPACE DIMENSIONS:

E Depth from wall to table – 1080mm
F Depth from back of seat to table – 1030mm

CONTENTS 10
ON OUR ORIGINAL TRAIN
Here’s a diagram of the onboard dimensions
for coach 10, with one of our wheelchair spaces.
The other wheelchair space is in coach 9,
which is a mirror image of the arrangement below.

TOILETS
COACH 10 STANDARD PREMIER / BUSINESS PREMIER
25 SEATS
COACH 10 You’ll find these between each coach, as well
as baby changing facilities in coaches 1 and
14c 28 41 54 58
24 34 38 48
18. Larger, wheelchair accessible toilets are
C G F 23 27 33 37 43 47 53 57
in coaches 9 and 10, next to our two adapted
E
B 21 25 31 35 44 45 51 55 A wheelchair spaces.
D
TOWARDS LONDON TOWARDS PARIS/BRUSSELS

A Internal door width (excluding toilet end of coaches 9 and 10) – 640mm
B Internal door width (toilet end of coaches 9 and 10) – 740mm
C Disabled toilet in coaches 9 and 10. Door width – 720mm
D External door width – 845mm
E Aisle width – 550mm

WHEELCHAIR SPACE DIMENSIONS:

F Width – 720mm
G Depth from wall to back of seat in front – 1226mm

CONTENTS 11
ON THE TRAIN
Once you’re on board, we hope
you’ll be able to relax and enjoy the
journey. There are a few extra things
to remember, which might make your
trip with us a bit smoother.
STAYING IN THE LOOP
Our train managers make regular
announcements, including safety
information, and there are leaflets about
onboard safety at the ends of each coach.
If there’s a service disruption, our
onboard staff will always do their best
to keep you updated with any relevant or
important information. If the information
isn’t clear, perhaps due to a hearing
impairment, then don’t hesitate to ask
a member of onboard staff, who can
always be found in the bar buffet.
FOOD AND DRINKS HELP ON BOARD
In Standard Premier and Our onboard team is always available to
Business Premier, we’ll serve your advise and help as best they can, although
meals and drinks to you at your seat. they’re not trained carers, so they won’t
If you’re travelling in Standard class, be able to assist you with feeding,
we have two bar buffet coaches, administering medicine or toilet visits.
where you can buy drinks, snacks
and meals. If you’d like something
from the bar buffet but can’t get there,
just ask one of the train managers
when they walk by.
Of course, you’re welcome to bring
your own food and drink on board as well.
There are no restrictions on this, except
when it comes to the quantity of alcohol that
can be carried per person. Just check our
rules on alcohol to find out more.
CONTENTS 12
ON THE TRAIN

CARRYING MEDICAL
EQUIPMENT

Our regulations on carrying certain
items and substances are fairly strict.
If you need to travel with specialist
medical equipment, let us know what
you need to carry before you travel,
to make sure you’ll be able to take it
with you.
You can find more on eurostar.com
in the FAQs section, as well as in our
Conditions of Carriage.
In some cases, you’ll have to provide
a formal confirmation of your need
to travel with specialist equipment.
Or it might be that you can carry some
of the equipment, but only in the train’s
luggage hold. It’s important to call us
on +44 (0)3432 186 186 to let us know
well before the day you travel.
S TA N C
SI
AS
We’ll consider each request on a
case-by-case basis and send you an
approval letter, which you’ll need to
carry at all times during your journey
and present at the security check.
Each Eurostar train has two train managers
who are happy to answer any questions.
If you’re on the train and think you might
need assistance when you arrive at your

E
TOP TIP
destination, speak to one of the train
managers as they pass through the train.
They can also be contacted in our two bar

IN
O
N A
THE TR buffet coaches. Just to let you know, we can’t
guarantee assistance if it’s requested less
than an hour before the arrival of your train.

CONTENTS 13
TICKETS AND FARES
WHEELCHAIR USERS
Reduced wheelchair user fares are
specially for customers who are unable
to walk 200 metres unaided and need
to travel in their own wheelchair.
To make sure you have enough space to
be perfectly comfortable and in line with
Eurotunnel safety policies, we can carry
up to four wheelchair users per train.
We have specially adapted wheelchair
spaces on each of our trains, either in
Standard Premier or Business Premier.
We’ll serve you a meal and drinks at
your seat and you’ll be near wheelchair
accessible toilets. There’ll also be a ramp
and Eurostar staff will help you board
and leave the train.
Don’t worry – although our wheelchair
spaces are in Standard Premier and
Business Premier, you won’t have to
pay extra for them. We’ve fixed our
wheelchair user prices at the lowest
priced Standard class fare.
If you don’t normally use a wheelchair
but won’t be able to walk far enough
to get to or from the train unassisted,
we can help you. We can also provide
a wheelchair to get you to the train,
although you’ll need to be able to walk
from the door to your seat and sit in a
regular seat throughout your journey.
There’s no special fare available in
this case.
CONTENTS 14
TICKETS AND FARES
COMPANION FARES
If you’re booking a wheelchair
user ticket and you’d like to take a
companion with you, they’ll get the
same reduced fare. They’ll sit with
you and be served a meal as well.
To be eligible, both the wheelchair
user and the companion will need
to travel together on all parts of
their Eurostar journey.
If you have a visual or hearing
impairment and need someone
to travel with you, your companion
can travel for a reduced fare.
Since you’ll be able to sit in a regular
seat if you’re not in a wheelchair,
you can choose your class of travel,
paying the usual full fare, and
your companion can travel at the
same price as a wheelchair user’s
companion.
To book a companion fare, please call
+44 (0)3432 186 186.
To find out more about fares,
go to eurostar.com.
CONTENTS 15
TICKETS AND FARES

MOBILITY SCOOTERS

If you need to travel with a mobility If you have an onward connection, please
scooter, we’ll take it free of charge, contact the relevant train company for
as long as it fits in one of our wheelchair advice on travelling with a mobility scooter.
spaces on board. Please check the
wheelchair space dimensions on page 9.
Scooters that use combustible fuel won’t
be allowed on any Eurostar train – only
battery operated ones can travel with us.

For scooters to access our platforms and

trains in lifts and on ramps, they’ll need
to be no more than 70cm wide by 100cm
long. We can help you on and off the train,
but we may ask you to operate the scooter
yourself, as models vary and our team
might not be familiar with yours.

It’s important to get in touch with us

before you travel to make sure that there
is enough space available on the train you
are travelling on. Please get in touch with
us at the Eurostar Contact Centre on
+44 (0)3432 186 186.

CONTENTS 16
TICKETS AND FARES
GUIDE AND
ASSISTANCE DOGS
Registered guide and assistance dogs
are very welcome on these Eurostar
routes:
LONDON & EBBSFLEET PARIS
LONDON & EBBSFLEET BRUSSELS
LONDON & EBBSFLEET LILLE
LONDON & EBBSFLEET CALAIS
If you have a registered guide or
assistance dog, you can board the
train from Ashford International,
but you’ll only be able to return
to the UK via London St Pancras
International or Ebbsfleet International.
This is because the authorities can
only carry out their checks at
London St Pancras International and
Ebbsfleet International at the moment.
A maximum of four guide or
assistance dogs can travel on each
Eurostar train. So, if you’re travelling
with a guide or assistance dog but
didn’t mention it when booking,
we may not have room for you and
your dog on the train.
If you’re travelling with a guide or
assistance dog, remember that you’ll
need to show specific documents when
you’re leaving or entering the UK.
If you don’t have these, your guide or
assistance dog may have to be put in
quarantine. It’s entirely up to you to
make sure that you have all the
necessary documents with you.
You need to bring the following
documents when travelling with your
guide or assistance dog:
Pet passport: Showing that your dog has
been micro-chipped and vaccinated.
Assistance Dogs ID book (UK only):
Showing that your dog is a certified
assistance dog.
For more information, contact DEFRA
(Department for Environment,
Food and Rural Affairs):
+44 (0)370 241 1710
Open Monday to Friday, 08:00-18:00 UK time
(closed on bank holidays)
gov.uk/take-pet-abroad
Email: pettravel@ahvla.gsi.gov.uk
Fax: +44 (0)1245 458749
You can book your journey with a guide
or assistance dog in our stations or by
calling our Contact Centre on
+44 (0)3432 186 186.
CONTENTS 17
TRAVELLING WITH LITTLE ONES
If you’re travelling with babies or small
children and need a bit more space,
you might want to book your seats on
a table of 4.
That way you’ll have plenty of room to
spread out your things or play games
en route.
You’ll find baby changing facilities on all of
our trains, so if you’d like to be nearby just
let us know when you book.
You’re welcome to take one pram
and/or car seat with you for each child,
but whatever you take needs to be
foldable, so it’ll fit on a luggage rack
during your journey.
Little ones under four years old (at the
time of travel) won’t need a ticket, and
you can take one child per paying adult.
Remember, because they don’t have a
ticket, they won’t have a seat, so on busy
trains they might need to sit on a
grown-up’s lap. You can find out about
child fares (ages 4-11) at eurostar.com.
PREGNANT WOMEN
While there are no restrictions at all for If you have any pregnancy-related
pregnant women travelling with us, concerns about your journey, it’s best
just remember that all our travellers to check with your regular doctor
need to pass through an X-ray machine before booking your trip.
for security checks.
Our X-ray machines are certified to be
harmless to pregnant women but, of
course, you’re welcome to request a
manual search by one of the security team
instead. Just to let you know, if the hand-
held metal detector used by our security
staff detects metal on you, they might
need to do a private search, and you can
request a private area for this.
While we don’t have special meal options
for pregnant women in Standard Premier
and Business Premier, there’s plenty
of choice in our bar buffet and you’re
welcome to bring your own food and drink
with you.
CONTENTS 18
CAR PARKING AND ACCESS

All of our stations are accessible by STATIONS OPERATED BY TOTAL NUMBER DISABLED BAYS ACCESSIBLE
car and have car parking available. OF SPACES SET-DOWN AND
PICK-UP POINT

London St Pancras
You can find out more about parking, International
CP Plus 315 13 Pancras Road

including prices, in the FAQs section CP Plus 2536 74

Next to the west
Ebbsfleet International entrance / exit
of eurostar.com.
Ashford International CP Plus 1850 40 Eurostar entrance

Paris Gare du Nord Vinci Park 1220 24 Rue de Dunkerque

Bd de Turin, opposite
Lille Europe Vinci Park 711 12
the Suite Hotel

Free public car park

Calais Fréthun Unknown 8 Station entrance
next to the station

Disneyland® Place des Passagers du Vent,

Vinci Park 1370 28
(Marne la Vallée) at the front of the station

Brussels-Midi/Zuid Q-Park 1650 30 Place Horta

CONTENTS 19
CONNECTING TO THE REST OF EUROPE
While we’re always available to lend
a helping hand on the Eurostar part
of your journey, we won’t be able to
arrange help for you on other parts
of your trip. For this, you’ll need to
contact the relevant train company
and make the arrangements with
them directly.
We’re currently working on new ways
to make things seamless for connecting
customers who need assistance during
their journey, but in the meantime,
here’s some information that might
come in useful.
UK
For train connections, the system used
in the UK is called Passenger Assist, and
train operators record and communicate
assistance requests through it. The
system gives customers a confirmation
email, together with a reference for the
request. Bookings are then passed to
stations and local rail staff.
To arrange assistance on a train in the
UK, call National Rail Enquiries
on +44 (0)3457 48 49 50, or the
individual train company 24 hours
before your journey. The system can
book one-off journeys or a series of
frequently made journeys. Once you’re
registered on the system, your details can
be shared with other UK train companies.
If you’re taking a taxi, most black cabs
in London are equipped with ramps
and are accessible for wheelchair users.
FRANCE
The assistance service in France
is Accès Plus.
Tel: +33 (0)8 90 64 06 50
Fax: +33 (0)8 25 82 59 57
accesplus@sncf.fr
You’ll just need to book at least
48 hours before you travel, and
you can find out more at
accessibilite.sncf.com
Our preferred taxi partner in Paris
is G7 Taxis (+33 (0)1 47 39 00 91),
who are able to provide accessible
taxi services around the clock.
CONTENTS 20

CONNECTING TO THE REST OF EUROPE
BELGIUM
Assistance requests for Belgian rail
services need to be made at least
24 hours before you travel, and the
number to call is +32 (0)2 528 28 28.
In Brussels, Taxis Verts
(+32 (0)2 349 49 49) offer a
fully accessible taxi service
around the clock.
THE NETHERLANDS
The assistance service in the Netherlands
is Service Centrale, and you can call them
on +31 (0)3 02 35 78 22
or fax +31 (0)3 02 35 39 35.
You’ll need to arrange this at least
48 hours before you travel.
SWITZERLAND
The Swiss rail operator SBB offers an
assistance service, which needs to be
booked at least 48 hours before
you travel.
Tel: +41 (0)51 225 78 44
mobil@sbb.ch
GERMANY
The assistance service in Germany
is Mobilitätsservice-Zentrale.
Tel: +49 (0)1 805 512 512
Fax: +49 (0)1 805 159 357
msz@bahn.de
You’ll just need to book at least
48 hours before you travel.
S S I S TA N
A
TOP
CE
T IP
CO
N
NE
C TION
S
Although Eurostar has a ‘turn up
and go’ assistance service, most
other train operators need at least
48 hours’ notice of the help you’ll
need. If in doubt, it’s best to call the
local train operator before your trip.
WHEELCHAIR AND COMPANION
BOOKINGS FOR ONWARD
CONNECTIONS
There are various differences between
the booking systems used by us and other
train operators, which means we’re not
able to reserve dedicated wheelchair or
companion fares with a number of other
train companies for you. So, if you’re
making a journey that involves connecting
with a non-Eurostar train company, contact
the Eurostar Contact Centre by emailing
contactus@eurostar.com or calling
+44 (0)3432 186 186, who will be able
to advise on the process you will need to
follow for your journey.
CONTENTS 21
DISRUPTION TELL US WHAT
YOU THINK

If there’s a delay or disruption to our All of our staff are extensively trained
S
services, we’ll always do our best to keep when they join Eurostar and throughout A S I S TA
you updated with accurate and relevant their time with us. We make sure that staff TO

NC
information. Of course, when we need who interact with our travellers get the P TIP

E
to, we’ll always give particular care and right disability awareness training.
consideration to travellers who need

DI
R
Of course, we’re always working to

special assistance.
Having said this, it’s not always easy
for our staff to do this proactively,
particularly during a major disruption.
So, don’t hesitate to let us know if you
need something or if things become
uncomfortable for you at any point –
whether you’re on the train or
in one of our stations.
improve our services, and that’s why
we’d like to hear from you. You can talk
to us about any aspect of your journey
using the details at the end of this guide.
We also keep track of our performance
through daily reports and monthly
customer feedback. We take every
customer comment into account,
whether it’s something that hasn’t gone
well, or praise for a team member who
offered particularly good service.
S
UP
TION
Even if you don’t need assistance
during your journey, you can still
let us know before departure
about something that we might
need to take into consideration
if there’s a disruption, like a
hearing impairment that might
make onboard announcements
difficult to hear.
Any information you give us
before departure is passed to
our onboard train managers, so
please share anything you think
we might need to know.

CONTENTS 22
ALTERNATIVE
FORMATS
Alternative versions of this guide are
available on eurostar.com in large print
and audio formats. A hard copy or Braille
version of the guide can be requested in
our stations or by calling our team
on +44 (0)3432 186 186.
GET IN TOUCH
BOOKINGS AND
GENERAL ENQUIRIES
Our UK-based team is available from
08:00 until 19:00 from Monday to Friday,
and from 09:00 until 17:00 at weekends
and bank holidays (UK time). We have
English, French and Dutch speaking
advisors on the team.
Call us on +44 (0)3432 186 186 or, from
outside the UK, on +44 1233 617 575.
Or get in touch via the Contact us
form on eurostar.com.
FEEDBACK ON
YOUR JOURNEY
If you have feedback on any aspect of
your journey, our Traveller Care team
would love to hear from you.
Just fill in the Contact us form at
eurostar.com or call them on the
numbers below.
From the UK: 01 777 777 879
From France: 01 70 70 60 99
From Belgium: 02 400 67 76
CONTENTS 23
 Making Rail Accessible: Guide to Policies and
Practices

Copyright Eurostar International Limited - 2017

1. Introduction

This document outlines Eurostar International Limited (EIL)’s policy regarding our provision of services
which are accessible for our customers who have either reduced mobility or require additional assistance in
order to be able to use our services.

This policy is required under the terms of EIL’s UK operating and service licensing conditions, is approved
by the ORR (Office of Rail and Road), and is written in line with the recommendations within the
Department for Transport’s guide ‘How to Write Your Disabled People’s Protection Policy: A Guide for Train
and Station Operators’ (November 2009).

The information provided in this policy extends to all aspects of the service which we provide to our
customers. It covers pre-travel and booking, travel options to and from our stations, car parking facilities,
station facilities and the onboard train environment. Where relevant, this document extends to the
provision of services in mainland Europe where the assistance referred to is provided by EIL itself and not
the relevant station managers.

2. EIL accessibility strategy

EIL provides an international train service from St Pancras International Station, London, through to
stations in France and Belgium. Our goal is to provide a customer orientated service which exceeds
expectations. Customers with reduced mobility are no exception to this, and the assistance services we
provide should allow customers to enjoy a high quality experience when travelling with us – irrespective of
their physical capabilities.

Due to our international obligations, some of our assisted travel arrangements will differ to those found
within the domestic UK rail industry. This is because we need to provide a service which is compatible with
passenger train service providers on the continent, and also meet stringent Eurotunnel safety
requirements, in the case of transit through the Channel Tunnel. Where there is a disparity between the
ORR and international requirements, we will strive to provide similar arrangements for assisted travel to
those required by the ORR.

The Technical Specification for Interoperability (TSI) for Passengers with Reduced Mobility (PRM) has
widened the scope of the former Disabled People’s Protection Policy (DPPP) from the traditional view of a
‘disabled passenger’ to now encompass the following:
 • Wheelchair users who, due to infirmity or disability, rely upon the use of a wheelchair for mobility

• Wheelchair users who, due to limb impairment or ambulant difficulties, use a wheelchair to increase
the range of mobility, and are capable of walking to a limited extent

• Other customers with reduced mobility including:

o People with children
o Pregnant women
o Older people
o Visually impaired
o Hearing impaired
o People of small stature (including children) – where this restricts their mobility
o Communication impaired, meaning people who have difficulty in communicating or
understanding written or spoken language, and includes people with communication
difficulties, people with sensory, psychological and intellectual impairment, and foreign
people with a lack of knowledge of the local language.
o People with other physical disabilities

Reasons for reduced mobility may be long-term or temporary, and may be visible or hidden.

We commit to continuously look for ways in which the Eurostar service can be improved for those requiring
assisted travel, ranging from improvements to the way in which we deliver customer service, to
infrastructure improvements to the stations that we serve and design changes to the trains we operate.
On board facilities have been improved with the refurbishment of our some of our current fleet of trains
and the acquisition of 17 brand new trains. In both cases, full consideration has been given to the
requirements of the PRM TSI.

We are committed to working with the ORR, Network Rail (HS), English Heritage, local authorities, industry
partners and other stakeholders to ensure that we recognise and meet customers’ changing and evolving
needs.

3. Procedures

3.1 Management arrangements

We work hard to ensure that our services and facilities are accessible to our PRM customers, and are
maintained to a high standard.

To achieve this, the needs of PRM customers are integrated into our core business values, forming part of
our customer service ethos. This policy document is used in our day-to-day activities and future initiative
planning.

Our Chief Executive Officer has overall responsibility for this policy document, though responsibility for its
implementation is delegated to the Chief Customer Officer. Local management of procedures lies with local
managers across the business, including the Head of Customer Experience (in the case of definition and
development of the policy) and in the case of delivery of the policy, the Head of Contact Centre, Head of
UK Stations, Head of Continental Stations and Head of Onboard Services.

We believe that excellent customer service is at the heart of the success of our business and that it is
important that we give our colleagues and contractors the necessary information and training to be able to
deliver to a high standard. Anyone joining the company is made aware of our assistance processes,
policies and services through the ‘Welcome onboard’ induction programme. Colleagues are also provided
with suitable departmental training relevant to their role. The focus of this training varies depending upon
the type of interaction with the customer i.e. station and onboard teams communicate face to face with
customers whereas for our Contact Centre teams it is important that they are able to facilitate a telephone
conversation.

Managers with responsibility for projects and business planning will take account of the DPPP (and
associated legislative requirements) in the planning stages of future developments. Where relevant,
awareness training on disability issues affecting their area of responsibility is provided.

When we receive correspondence from PRM customers using our services, feedback is reviewed and key
comments or recommended improvements are forwarded to the relevant department. More detail on the
way in which we capture, share and act upon customer feedback can be found in section 4.2.

3.2 Monitoring and evaluation

Customer feedback is an essential and integral part of the way in which we regularly monitor the quality of
the service we provide to PRMs. All customer feedback, without exception, received via our contact centre
is recorded according to various criteria, e.g. Date/time of travel, where an incident occurred, which
Eurostar team was involved and so on. By capturing this level of detail in what customers report to us, we
are able to produce comprehensive monthly reports which clear, actionable insight.

These reports are shared with a wide variety of colleagues including station and onboard teams, teams
responsible for processes, systems and information, and senior managers including (amongst others) our
Director of Stations. The reports allow us to implement quick improvements to minor issues, as well as
identifying bigger projects and issues in need of address. The reports enable us to track performance over
time of various aspects of the service we provide. Importantly, they also allow us to recognise and
celebrate the positive aspects of the service we provide, primarily through customer praise.

On a day-to-day basis, monitoring of the service provided to PRM customers is principally through review
of daily shift reports. Our station team leaders monitor and record not only the level of physical assistance
provided, but also the level of individual care provided to customers. Where the level of assistance has
fallen short of what can reasonably be expected, the circumstances are considered and colleagues re-
briefed as necessary. Where appropriate, the customer is contacted for their feedback. Any significant or
repeated shortcomings in the provision of assistance are raised to the Head of Department or Chief
Customer Officer for further consideration.

Monitoring against the specific requirements of the DPPP is undertaken by our Customer Experience team.
The document is reviewed, as a minimum, on an annual basis, unless it requires updating or practices
require changing. This could be after a particularly poor example of assistance provided to a customer,
feedback from ‘mystery shopper’ surveys or changes to the ORR requirements.

The following measurable criteria have been identified to allow us to monitor our compliance against our
own DPPP requirements:

• Accuracy of appropriate websites in reflecting the current status of station facilities, including the
time taken to update the appropriate websites
• Number of assistance requests made, and number of assistance requests met
• Number of complaints received
• Amount of customer praise received
• Number of instances where assistance has failed to be provided or a customer has waited an
unreasonable length of time for assistance to be provided
• Number / length of delays to services as a result of waiting for assistance
3.3 Access improvements

All UK stations at which EIL services call are relatively new build stations (St Pancras opened in 2007,
Ebbsfleet International in 2007 and Ashford International in 1996). St Pancras and Ebbsfleet International
Stations have been built and maintained to the requirements contained within the DFT ‘Code’, and
applicable British Standards. Ashford International Station was built prior to the introduction of the ‘Code’,
but any structural changes or refurbishment is undertaken with full consideration of the requirements.

Our continental stations are a combination of relatively new build (in the case of Lille Europe, Marne la
Vallée and Calais Fréthun) and older buildings (in the case of Paris Gare du Nord and Brussels Midi). All of
these stations have been upgraded and maintained with consideration for customers with access needs,
and access from check-in to train at all of our continental stations is step-free.

Ramps are also available at all stations at which we call to ensure that access to our trains is step-free for
those who need it.

Our train fleet currently consists of three types of train; TMST (our original trains), e300 (refurbished
trains) and e320 (new trains). The TMST was specially designed for Eurostar services when we started
operating in 1994. Despite the TMST entering passenger service before the introduction of the Rail Vehicle
Accessibility Regulations in 1998, there are provisions for disabled customers on all TMST trains, such as
dedicated wheelchair spaces, accessible toilet facilities and an at-seat catering service (in the case of our
first class carriages).

These same facilities can be found on our e300 and e320 trains. Additionally on e300 and e320 trains,
there are priority seats for PRMs in each coach, which offer more leg room and manoeuvrability. Priority
seats can be selected via our website www.eurostar.com, or requested during or after booking via our
contact centre or in our station ticket offices.

3.4 Our assistance processes

As we offer an international service on a pre-booked basis, our reservation system is different to that used
by domestic UK train operators. Our booking system is bespoke to our operations, and all assistance
requests are handled directly by us. As such, we do not currently use Passenger Assist (formerly Assisted
Passenger Reservation Service or APRS), but can still offer a comparable service in terms of providing
assistance to our customers. All our stations are staffed at all times customers are able to travel, and
assistance is co-ordinated by the station teams. These arrangements mean that we can provide assistance
on a ‘turn up and go’ basis. Or, if customers prefer to pre-notify us of their assistance needs, they can do
so via our UK based contact centre.

In order to provide the best possible service on the day of travel, assistance is categorised into three
priority levels by our station teams:

Priority 1: Customers with reduced, or no mobility, who require assistance to access the train (or to
access connecting train services from the station).

Priority 2: Customers who are not medically unfit but may be older, pregnant or travelling with young
children and require assistance to the train (or to connecting train services from the station).

Priority 3: Customers who require porter services only. A nominal charge is made for this service, and if
there is a large demand for assistance from Priority 1 and 2 customers, this type of assistance will not be
provided.

We ask any customer requiring assistance to arrive at their departure station at least 75 minutes prior to
their booked time of departure, and to go to the designated assistance meeting point, which in most cases
is the Eurostar check-in desk.
For customers at London St Pancras transferring between Eurostar services and other domestic rail
services, assistance is provided by Eurostar staff within the Eurostar departure concourse and restricted
zone . Outside of the restricted zone, assistance is provided by Network Rail staff.

Assistance for customers transferring between Southeastern and Eurostar services at Ashford International
and Ebbsfleet International is provided by Eurostar staff within the restricted zone and Southeastern staff
outside of the restricted zone. Ashford International and Ebbsfleet International are both staffed at all
times that timetabled passenger services operate.

In our continental stations, assistance for customers transferring to other services is provided by a
combination of dedicated Eurostar teams and contracted assistance staff. In all cases, the staff will
endeavour to work together to ensure that the transfer from one service to another is seamless.

When a customer requests assistance at a departure station, a record is made of the customer’s
requirements, time of travel, destination, train and coach/seat number. The information is entered onto a
live system to which all Eurostar stations have access. The customer information is checked by the
receiving station approximately one hour before each arrival and the necessary arrangements put in place
in order to accommodate the assistance request.

Where assistance has been arranged before departure of the customer’s train, we aim to disembark
customers within 5 minutes of arrival. Where assistance has not been requested prior to departure and
therefore the receiving station has less notice to plan the assistance required, disembarking may take
longer than this.

In the case of departures and, when necessary, arrivals, customers requiring assistance may be fast
tracked through passport control in order to avoid the crowds.

3.5 Working with others

We pride ourselves on delivering excellent service to our customers and continuously look for ways in
which to improve our service. As part of this, we consult with relevant stakeholders in order to work
together. For example, we have worked with Assistance Dogs UK and DEFRA regarding the carriage of
assistance dogs on our trains. We have also worked closely with customers who have previously provided
feedback on their journey, and have travelled together with them in order to get first-hand feedback and
improve services accordingly, where possible.

3.6 Disruption

Disruptions do occasionally affect our services, when this happens our train managers and station
assistance staff are trained to be aware of the needs of persons of reduced mobility and are encouraged to
provide the highest levels of customer service. They are able to resolve many issues on the spot. Where
this isn’t possible passengers are able to contact the Traveller Care team by either phone, e-mail or via
social media channels for a resolution.

In the case of a delay in arrival or departure, we will keep passengers informed of the estimated departure
time and estimated arrival time as soon as such information is available. Where the delay is more than 60
minutes we will offer:

(a) meals and refreshments in reasonable relation to the waiting time, if they are available on the train
or in the station, or can reasonably be supplied;
(b) hotel or other accommodation, and transport between the railway station and place of
accommodation, in cases where a stay of one or more nights becomes necessary or an additional
stay becomes necessary, where and when physically possible;
 (c) if the train is blocked on the track, transport from the train to the railway station, to the alternative
departure point or to the final destination of the service, where and when physically possible.

If the service cannot be continued anymore, we will organise as soon as possible alternative transport
services for passengers to transport them to either their destination station or station of departure
depending on the circumstances.

When train platforms are changed at short notice, we will ensure that all passengers with mobility
difficulties are assisted to the new platform before the train departs.

In the event that facilities on trains which materially affect disabled passengers are out of use (e.g.
accessible toilets), we will endeavour to ensure that passengers are advised of this before joining the train.

3.7 Colleague training

EIL provides varying levels of training to employees, dependent upon their role and level of interaction with
customers.

• All EIL colleagues are made aware of EIL’s customer service strategy and the provision of assistance
on our induction programme, ‘Introducing Eurostar Welcome onboard’, which is attended by all
employees within their first three months of employment.

• Station teams are provided with general awareness training to help them understand the different
requirements of disabled customers, considering requirements beyond physical limitations of the
individual, and understanding customers’ needs when the reason for assistance is not immediately
obvious.

• Relevant train crew are provided with training in emergency procedures, including the evacuation of
people with reduced mobility from trains.

• Specific training is provided to employees who need to use specialist equipment i.e. ramps,
wheelchairs, induction loops.

• Other customer facing staff undergo general customer service training, with modules available
which focus on disability awareness and customers in need of assistance.

3.8 Emergency procedures

EIL emergency arrangements are, to a large extent, specified and governed by the requirements of
Eurotunnel and the mandated safety requirements for operating through the Channel Tunnel.

Wherever possible, EIL operates the principle of allowing customers with disabilities to travel alone and to
access their seat and onboard facilities without the need for additional assistance.

We have to comply with some strict operating requirements in order to ensure the safety of our customers
travelling through the Channel Tunnel. One of these requirements is that where a customer has reduced
mobility and requires the use of a wheelchair, they must be able to walk approximately 200 metres
unassisted – this is to allow evacuation in the Channel Tunnel.

Customers who require the use of a wheelchair and cannot walk 200m unassisted must book to travel in a
dedicated wheelchair space prior to travelling. There are two designated wheelchair spaces (in Coaches 9
and 10 on our TMST and e300 trains, or in coaches 3 and 14 on our e320 trains) and two emergency
wheelchairs which are used if evacuation is required in the Channel Tunnel.
Emergency plans take into consideration the needs of disabled customers, in particular those who are not
mobility independent.

Onboard passenger emergency information cards are provided in each coach, and the Train Manager
makes an announcement at each station in both French and English, indicating the location of safety
information. In the case of trains on our Brussels route, this announcement is also made in Dutch.

3.9 Communications strategy

3.9.1 Telephone

EIL provides a booking reservation service by telephone, as well as any information disabled customers
might need regarding their journey. It’s also possible for customers to pre-notify us of their assistance
requirements ahead of their journey. Customers access these services by calling our UK based contact
centre on 03432 186 186. Additionally customers in France can call a France based Eurostar team on 08
92 35 35 39; customers in Belgium can call a Belgium based Eurostar team on 02 400 67 31.

Our UK contact centre booking line is available between 08:00 and 19:00 Monday to Friday, and 09:00 to
17:00 at weekends and on bank holidays and English language calls are compatible with Next Generation
Text Service (http://ngts.org.uk/). All calls are charged at a local rate. Group bookings of ten or more
customers should be made on 03448 224 800. All customers using this service will have the option to
speak to a customer services representative in either English, French or Dutch. Alternatively, an online
booking service is available 24 hours a day at www.eurostar.com

Assistance requests for connecting (non-Eurostar) trains need to be booked directly with the operator of
the connecting service, in most cases at least 48 hours in advance.

3.9.2 Websites

A large amount of pre-travel information is available on our website, www.eurostar.com. Additionally, a

comprehensive customer guide to accompany this document is available on our website. The guide is also
available in other formats including large print, Braille and audio.

A ticket booking service is available on our website where it is possible to specify exact seating
requirements, including an adapted wheelchair space if needed.

3.9.3 Social media

Important service information is broadcast via our @eurostar Twitter account. Customers can also contact
us with questions or feedback using this Twitter account. The account is monitored between 08:00 and
19:00 Monday to Friday, and 09:00 to 17:00 at weekends and on bank holidays. During periods of major
service disruption, this account is monitored and updated on a 24/7 basis.

3.9.4 Signage

All UK stations which are served by Eurostar were built recently. As such, due care and consideration in
ensuring that the stations were built in line with all relevant standards has been taken, and facilities and
services are provided in accordance with recent disability guidance.

Station signage, although out of our direct control, is situated to allow it to be clearly visible to customers.
Signage is designed in compliance with BS 8300 ‘Design of Buildings and Their Approaches to Meeting the
Needs of Disabled People – Code of Practice’. St Pancras International was opened in 2007, and was built
in full consultation with stakeholders, including English Heritage, Transport Focus and disability support
groups such as DPTAC.
Signage throughout all our stations is consistent in design in order to prevent confusion. All signage has
good colour contrast (white on navy blue), uses both upper and lower case lettering, has matt surfaces to
reduce glare from light sources and is suitably lit in order to aid good visibility. Facilities designed
specifically for disabled customers are denoted by pictograms and text to international standards. Signage
relating to emergency information is provided in accordance with the relevant safety and fire legislation,
and its positioning also takes account of wheelchair users to ensure that it can be easily seen.

3.10 Car parking

3.10.1 Disabled car parking provision

Car parking facilities at St Pancras International are restricted, due to the station’s location in central
London. There are, however, parking facilities available for 315 cars on a short term basis. Car parking
facilities at the station are provided by CP Plus. There are 13 bays designated for disabled parking. Long
term parking is not available at this car park, though there are other privately operated car parks within a
short distance of the station that can provide this facility. This is not a facility dedicated only for Eurostar
customers, but is provided by CP Plus for all users of St Pancras. As the parking is not our responsibility to
manage we do not undertake reviews on occupancy of disabled spaces; this is the responsibility of the car
park operator.

Parking at Ebbsfleet and Ashford International stations is also provided by CP Plus. At Ebbsfleet, 74 car
parking spaces have been designated for disabled badge holders across car parks A and B. These spaces
are closest to the ramps near the car park entrance/exit that lead to the west entrance of the station. The
station and car parks are well signposted from the major roads surrounding Ebbsfleet.

The facility at Ashford benefits from extensive car parking provisions, with 1850 parking spaces (of which
40 are disabled bays) available in the dedicated station multi-storey car park, operated by CP Plus. All of
these allocated spaces are located on the fifth floor as this provides a direct, step-free route, free from any
gradient, to the link bridge from the car park to the station. There is also a large open-air car park
situated between the station and the nearby retail park. The car parks are well sign posted from all major
roads surrounding the station.

Car parks operated by CP Plus are routinely monitored throughout the day. This monitoring includes
ensuring that those parking in disabled bays display the correct disabled parking badge. Fines are issued
to those drivers who disregard this requirement. Contractors undertaking work at either Ashford or
Ebbsfleet are not permitted to park in disabled bays and are provided with a designated parking area.
Contractor parking at St Pancras International is managed by Network Rail.

The table below summarises the car parking facilities available to Eurostar customers, including information
for our continental stations:

Total number of
Operated by Disabled bays
spaces
St Pancras CP Plus 315 13
Ebbsfleet CP Plus 2536 74
Ashford CP Plus 1850 40
Paris Vinci Park 1220 24

Lille Vinci Park 711 12

There is a free
Calais public car park Unknown 8
next to the station.
Marne la
Vinci Park 1370 28
Vallée
 Brussels Q-Park 1650 30

3.10.2 Set-down and pick-up points

Customers arriving by car or taxi at St Pancras International can use the dedicated set-down point on
Pancras Road, directly adjacent to the entrance of the international concourse. This provides same-level
access to the station and leads directly to the Eurostar concourse and special assistance welcome desk.
The pick-up point for travellers is located between the departures and arrivals area, accessible via a gentle
ramp.

At Ebbsfleet International Station, there is a set down point for customers located adjacent to the west
entrance / exit. The Network Rail reception, located just inside the station at the west end can make
arrangements for assistance including fully accessible taxis.

There is a set down point for customers at Ashford International Station, and access via pavements to the
station is via dropped kerb zebra crossings, fitted with tactile paving.

At our continental stations, the set-down and pick up points are as follows:

Paris Gare du Nord – Rue de Dunkerque

Brussels Gare de Midi – Place Horta
Lille Europe – Bd de Turin, opposite the Suite Hotel
Calais Fréthun – Station entrance
Marne la Vallée - Place des passagers du Vent, at the front of the station

3.11 Check-in, security screening and immigration controls

Eurostar is subject to strict security and immigration controls, which all customers are required to comply
with regardless of any customer’s disability. Action has however been taken to make the process as
smooth as possible for any customers with reduced mobility.

Check-in gates at all of our stations have been designed with sufficient width to allow wheelchair users or
those with pushchairs or bulky luggage to use them. This allows customers to check in without requiring
assistance, if they choose. Manual check-in booths are also accessible, are open (rather than glazed) and
have extra wide access with no barrier.

Security screening must be undertaken, without exception, of all customers and their luggage. Customers
restricted to a wheelchair may be subject to a security search via the use of sweep wands, which is a non-
invasive physical search. Any such search is always carried out by specially trained employees and
undertaken with respect.

All of our stations have immigration control. Customers are required to present their documents to the
French Police (PAF) or Belgian Federal Police, and British Immigration control authorities (when entering
the UK). The booths are glass-fronted and induction loops have been installed.

Customers who need to travel with medical equipment are advised to obtain a letter from their doctor
stating why this equipment is required. This will assist in the security process at check-in.

In all of our stations, security is handled by third parties. However we work closely with these third parties
to ensure that appropriate consideration is given to customers with disabilities or reduced mobility.

3.12 Carriage of restricted items

EIL have strict requirements on the carriage of certain items and substances. Customers who need to
travel with specialist medical equipment should first inform us of what they need to carry, prior to travel, to
ensure that it is permitted and that there are no additional requirements. Information on restricted items
can also be found on our website and in our Conditions of Carriage.

In some cases, customers are required to obtain a formal confirmation of their need to travel with specialist
equipment; this must be carried at all times and presented to security where requested. It may be
deemed that some equipment can be carried, but only in luggage holds. Such requests should initially be
made to our contact centre, well in advance of the day of travel. Each request will be considered on a case
by case basis, and will be forwarded to the relevant department for approval. The customer will may be
provided with an approval letter, which must should be carried with the customer and presented at security
screening.

4. Services for customers with specific requirements

4.1 Arrangements for wheelchair users

Eurostar services currently have two designated wheelchair spaces per train which provide a facility for
wheelchair users who need to remain with their wheelchairs. These are located in Coaches 9 and 10 on
our TMST and e300 trains, and in coaches 3 and 14 on our e320 trains. Ramps are provided on all
platforms where Eurostar trains call. An adjacent seat is available for one travel companion.

Customers requiring the use of a wheelchair space must pre-book due to limited availability of spaces.
Customers who need to remain in their wheelchairs cannot be accommodated in any other area of the train
due to the evacuation procedures required for transit through the Channel Tunnel.

There are two emergency wheelchairs, which are narrower than traditional wheelchairs, provided on board
each of our trains. These emergency wheelchairs fit through the trains’ aisles and are designed to permit
evacuation of customers seated in the dedicated wheelchair spaces.

Eurostar operates a policy which allows for a wheelchair-using customer* and one companion to travel in
Standard Premier / Business Premier accommodation (depending upon the designation of the coach on
that journey) at a fixed rate of our lowest priced standard class fare.

As of January 2016, prices are:

Paris, Brussels and Lille route

Return fare: £58 per person for an adult wheelchair user or their companion
£56 for a child wheelchair user

Single fare: £45 for an adult wheelchair user or their companion

£32 for a child wheelchair user

Disneyland Paris route

Return fare: £72 per person for an adult wheelchair user or their companion
£51 for a child wheelchair user

Single fare: £41 for an adult wheelchair user or their companion

£29 for a child wheelchair user

Lyon & the South of France route

Return fare: **£89/£99 per person for an adult wheelchair user or their companion
**£63/£70 for a child wheelchair user
Single fare: **£51/£56 for an adult wheelchair user or their companion
**£36/£40 for a child wheelchair user

**Lower fare for Lyon, higher fare for Avignon and Marseille.

French Alps ski route

Return fare: £149 per person for an adult wheelchair user or their companion
£105 for a child wheelchair user

Single fare: £84 for an adult wheelchair user or their companion

£60 for a child wheelchair user

Additionally, the companion fare is available to the companion of a PRM customer who requires someone
to travel with them. One companion per PRM customer may travel at the reduced rate, and to be eligible
both customers must travel together on all segments of their Eurostar journey. In this case, the PRM
customer would pay the best available rate for their own ticket, as opposed to a fixed rate.

Wheelchair users who are unable to walk 200m unassisted are eligible for these fares.

4.2 Arrangements for customers with guide or assistance dogs

Registered guide and assistance dogs are permitted on Eurostar services, as long as they meet Defra
requirements. These requirements stipulate that according to our licence with the Animal Health and
Veterinary Laboratories Agency (AHVLA), Eurostar is only approved to carry dogs which have been trained
by an organisation that is affiliated to or is a member of one the organisations below:

• Assistance Dogs Europe

• Assistance Dogs UK
• International Guide Dog Federation
• Assistance Dogs International

Any other animals, including emotional support dogs, are not permitted to travel on Eurostar services.

Customers with assistance dogs are encouraged to travel to and from St Pancras or Ebbsfleet International
– customers may travel from Ashford International, but cannot return to the UK via Ashford as the required
checks are only permitted by Defra to be carried out at St Pancras and Ebbsfleet International stations.

We allow a maximum number of four guide or assistance dogs per train. We can only accept four guide or
assistance dogs for travel on each Eurostar train. Declaration of the intention to travel with a guide or
assistance dog is required at the time of booking. Customers who attempt to travel with a guide or
assistance dog, but do not declare this at the time of booking, may be refused access to the train, this
decision is dependent upon how full the train is.

Tickets for a guide or assistance dog can be booked at any Eurostar station ticket office or by calling
Eurostar, SNCF or SNCB contact centres. There is no charge for the guide or assistance dog’s ticket.

Customers intending to travel with a guide or assistance dog are responsible for and required to produce
the necessary documentation to allow their dog to leave or enter the UK whilst traveling on our trains. This
documentation must be identified with the dog’s microchip or tattoo (in line with the requirements under
the Pet Travel Scheme) and a document to prove the dog is a guide or assistance dog (such as an ID book
or card). Failure to produce the appropriate documentation in line with the Pet Travel Scheme may result in
the dog being quarantined. Customers travelling with a guide or assistance dog are required to have UK
departure and arrival checks carried out on their dog’s documentation, and must ensure that they make
contact with a member of Eurostar station staff upon departure and arrival in the UK. Detail on the
documentation required to allow a guide or assistance dog to travel out of or enter the UK can be found at
https://www.gov.uk/take-pet-abroad or by contacting pettravel@ahvla.gsi.gov.uk

Customers with sight impairment are required to pay a normal fare for themselves. However, if they need
to travel with a companion, that person will be entitled to the discounted companion fare (see section 5.1).
During the journey, dogs are requested to lie under the seat that has been reserved for them, in order to
avoid any hazards that may arise from the dog occupying the aisle or other customer areas.

4.3 Arrangements for customers using mobility scooters

Customers who need to travel with a mobility scooter can take it free of charge, as long as it fits in one of
our wheelchair spaces on board. Wheelchair space dimensions can be found in our special assistance
guide on our website www.eurostar.com. Scooters that use combustible fuel are not permitted on any
Eurostar train – only battery operated ones can travel with us.

For scooters to access our platforms and trains, in lifts and on ramps, they’ll need to be no more than
70cm wide by 100cm long. We can help customers on and off the train, but we may ask customers to
operate the scooter themselves, as models vary and our team might not be familiar with all types.

It’s important that customers contact us at least 48 hours before they travel to make sure that there is
enough space available on the train they are travelling on. Customers should telephone our Contact Centre
on +44 (0)3432 186 186.

5. References

‘How to Write Your Disabled People’s Protection Policy: A Guide for Train and Station Operators’
November 2009, Department for Transport

‘Accessible Train Station Design for Disabled People: A Code of Practice 2010’
Department for Transport

6. Definitions

Term Meaning/Definition
APRS Assisted Passenger Reservation Service
DfT Department for Transport
DPPP Disabled People’s Protection Policy
DPTAC Disabled Persons Transport Advisory Committee
EIL Eurostar International Limited
ORR Office of Rail and Road
PRM Persons with Reduced Mobility
RNIB Royal National Institute of Blind People
RNID Royal National Institute for Deaf People
RVAR Rail Vehicle Accessibility Regulations 1998
The ‘Code’ DfT Code of Practice ‘Accessible Train Station Design for Disabled
People’
TSI Technical Specification for Interoperability

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